Senior Professional Services Engineer - Customer Success

So, what’s the role all about?

To support continued growth, our team is looking for a Senior Professional Services Engineer - Customer Success to partner with our Sales, Professional Services, Development, and other functional teams to design and build perfect customer journeys for our clients.

Proactive AI Agent is a cloud-hosted conversation platform, and part of NICE CXone's suite of customer engagement software. Proactive and covering all digital channels, Proactive AI Agent leverages artificial intelligence, natural-language processing and machine-learning so that global brands can transform their customer journeys.

Proactive AI Agent disrupts traditional call centers, being just a fraction of the cost to deploy and run, but with three times the customer engagement rate of its manual call center predecessors. This means that as well as being lower cost, Proactive AI Agent can drive corporate KPIs harder and faster, as well as improve the customer experience.

How will you make an impact?

• Support the successful delivery and ongoing optimization of customer journeys by executing against defined customer success and professional services plans.
• Partner with Sales, Business Intelligence, and Configuration teams to implement solutions that align with client business objectives.
• Contribute to identifying expansion and growth opportunities within assigned accounts and support value realization conversations.
• Deliver high-quality technical implementations and solution configurations in line with agreed architectures and best practices.
• Act as a trusted day-to-day technical contact for customers, building strong working relationships and credibility over time.
• Develop and maintain a solid understanding of the Proactive AI Agent platform and support customer adoption of relevant features and functionality.
• Learn and understand customers’ business needs, drivers, and workflows to help translate requirements into effective technical solutions.
• Support end-to-end delivery activities, including solution validation, planning, implementation, and go-live support, under the guidance of senior team members.
• Collaborate with internal stakeholders to ensure alignment across delivery, customer experience, security, and operational requirements.
• Work in a structured, methodical, and process-oriented manner to ensure consistent and scalable delivery outcomes.
• Partner with other internal teams to monitor key customer metrics and help demonstrate the value of Proactive AI Agent solutions.
• Clearly and confidently communicate technical concepts, solution designs, and outcomes to stakeholders.
• Apply customer-focused problem-solving skills to support issue resolution and continuous improvement efforts.
• Operate effectively within Agile or similar delivery methodologies to support end-to-end project execution.
• Demonstrate accountability and ownership for assigned workstreams, deliverables, and customer commitments.
• Maintain a curious mindset, asking questions and seeking opportunities to learn, improve processes, and deepen technical expertise.
• Apply commercial awareness when supporting customer outcomes, ensuring solutions align with contractual scope and business value.

Have you got what it takes?

• Proven hands-on experience supporting service delivery or project execution in an IT, SaaS, or cloud-based environment.
• Proven experience in client-facing roles that require regular digital or remote-only interaction.
• Demonstrated commercial awareness, with the ability to support business cases and articulate customer value.
• Experience contributing to medium-to-large projects, supporting end-to-end delivery.
• Solid technical aptitude, including data analysis and regular use of tools such as Excel to analyze data sets and support decision-making.
• Strong relationship management skills, with the ability to communicate clearly and professionally with customer stakeholders
• Familiarity with how large organizations operate, enabling effective collaboration and stakeholder coordination.
• Ability to manage multiple customer workstreams or tasks concurrently while maintaining quality and attention to detail.
• Comfortable operating in a fast-paced environment with changing priorities and customer-facing timelines.
• Experience collaborating within cross-functional teams; prior experience guiding or supporting others is a plus but not required.
• Exposure to Agile or similar delivery methodologies is preferred.
• Nice to have: Experience or strong interest in AI, applied AI, or automation technologies, including an understanding of how AI-driven solutions can enhance customer experience and operational outcomes.

What’s in it for you?

Join an ever-growing, market-disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

Reporting into: Manager / Team lead
Role Type: Individual Contributor
Requisition ID: 11177